Working for Friends and Family

At one time or another virtually every painting contractor will be asked by family or friends (F and F) to do work for them. This can create some potentially serious problems, if the situation is not handled properly.

The first mistake that many contractors make is to treat F and F differently than other customers. For example, the contractor may give a discount, rely on a verbal agreement, or make other concessions. Doing any of these sets the wrong tone, and puts the contractor in a position of weakness.

Relying on a verbal agreement for example, gives F and F complete control over the situation. They hold the money, and can in turn make virtually any demand.

Contractors often believe that F and F would not take advantage of them. This may be true the vast majority of the time. The same is also true of other customers. But the fact that most of our customers are honest and decent does not preclude us from having a written contract. Why should it be different when dealing with F and F?

The fact that we know the customer does not change the fact that we are engaging in a business transaction. The fact that we might go over for dinner, or attend events together, does not change the fact that we are offering our professional services and should be compensated properly.

Doing work for F and F injects a personal element into the equation that is normally missing. That creates the potential for problems that do not typically exist. For example, F and F may know what buttons to push to manipulate us, or might use guilt to get their way.

I am not opposed to working for F and F. But a contractor must exercise even greater care in educating the customer and setting expectations. There is only one thing worse than a customer from hell—a customer from hell who also is a friend.

© BEP Enterprises Incorporated 2008